Sr Workforce Mgmt. Analyst - OPE000TU
DESCRIPTION/RESPONSIBILITIES:
This role will fully own all aspects of the customer relationship. The Sr. Workforce Mgmt. Analyst is assigned to the line area leadership team. This role will be responsible for customer satisfaction and maintaining all customer relationships. This will involve preparing comprehensive meeting materials, facilitating discussions with executive leadership, and working behind the scenes cross-functionally with many different internal business areas as well as internal/external stakeholders. In addition, the Sr. Workforce Mgmt Analyst will be expected to gather and analyze current business trends and reforecast volumes, ACHT, shrinkage accordingly. It is critical that this person be able to confidently present this information to our internal business partners. This role will be customer-interfacing and require a high level of analytical skills and business acumen.
* Weekly forecasts of key call center metrics (volume, ACHT, shrinkage); analyze data and adjust accordingly.
* Regular meetings with the line area to communicate forecasts and metric outliers and identify solutions to address outliers (provide meaningful data via excel spreadsheets, graphs…).
* Formal presentations to line area leadership (education and awareness).
* Mentor Business Analysts (provide on-going support).
* Explore and offer creative solution to Workforce Management business needs (schedules, TOM…).
* Participate in key projects (UCC, Verint Upgrade).
* Leading work assignments that involve many support teams and players.
* Other duties may be assigned.
The Scheduling Analyst is responsible for proactive scheduling and intra-day schedule changes for the BCBSM Contact Centers. The Scheduling Analyst determines and communicates work schedules and resources for various lines of business including vendor partners. They also work with line of business leaders to ensure adequate staff and contingency plans are available to meet or exceed contact center service level objectives. The Scheduling Analyst also manages the bid processes for schedules, major and minor PTO granting.
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.
